Shipping & Returns

Returns Policy

It's very important to me that you're well taken care of, from start to finish!

If you received an item that is defective (unuseable) or was sent in error, please contact me with your order number and details about the product you would like to return. I will promptly respond with instructions for how to facilitate the return, at my shipping expense.

If you received an item that is NOT defective or sent in error; rather, you simply changed your mind or would like to do an exchange for a different size or color, etc., you are free to return it at your own shipping expense. For returns or exchanges, original shipping costs will be excluded from the refund (or store credit, determined by Equinnovations case by case), and for exchanges, new shipping costs incurred will need to be charged. This return policy is in effect for only 2 months for saddles (to give adequate time to demo), and 1 month for all other tack after shipping date of the original order. 

IMPORTANT: all returns from US customers will be deducted for re-importing fees incurred in shipment of anything back to my warehouse here in Western Canada. Also, with fluctuating USD/CDN exchange rates, Equinnovations is not able to ensure the exact USD value of the original purchase, so slight variations in refund total are normal and to be expected.

PLEASE NOTE: In all situations, such products may be returned provided that they are still presenting as unused and still in their original packaging with all tags/labels intact. A re-stocking fee of 25% of the purchased retail value of the product will be deducted from the customer refund if the product arrives in any used condition whatsoever (ie: no longer looks brand new), as I will only be able to then sell it as a used product.**

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for me to receive your return from the shipper (5 to 10 business days), the time it takes me to process your return once I receive it (2 to 4 business days), and the time it takes your bank to process my refund (varies from bank to bank).

NOTE: All discounted items are FINAL SALES unless an exception has been expressly communicated by Equinnovations.

Also, Equinnovations will NOT issue refunds for returned items lost or stolen enroute back (including US customers). Buyer assumes responsibility so should acquire appropriate shipping insurance to protect themselves from any loss.

Shipping

At this time, I primarily to Canadian and U.S.A. customers, but can also send Internationally by special request. 

Equinnovations is a family-run grass-roots company based on a farm in rural Alberta, Canada. Packages will be sent within 5 days of purchase via either Canada Post or UPS, with shipping costs based on total package weight.

I will do my utmost best to package your order as efficiently as possible while taking great care to protect the contents adequately.

**In-person saddle fittings in central to southern Alberta and the west side of Saskatchewan are possible if there are enough appointments to warrant the trip. My fitting fee is $75/horse to help cover (some of) my fuel and time, no exceptions. NOTE: if a saddle is purchased while I am there, the fitting fee will be waived.

Fittings can be facilitated at either at my farm (approx. one hour northwest of Lloydminster) or yours, whichever works best--just give me a call and we'll coordinate something!